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Company Study: Quality for Value‐added Perceptions and Bottom‐line Results

Kathy V. Libonati (Managing Director, Product Design for American Airlines, is responsible for six departments, ranging from Cabin Interior and Design to the Admirals Clubs.)

Journal of Services Marketing

ISSN: 0887-6045

Article publication date: 1 April 1992

Abstract

Considers the “Conceptual Model of Service Quality”. Describes five service gaps, using a case example of American Airlines as illustration. Examines ways of bridging these gaps. Concludes with a personal commentary on the delivering of quality.

Keywords

Citation

Libonati, K.V. (1992), "Company Study: Quality for Value‐added Perceptions and Bottom‐line Results", Journal of Services Marketing, Vol. 6 No. 4, pp. 23-28. https://doi.org/10.1108/08876049210037131

Publisher

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MCB UP Ltd

Copyright © 1992, MCB UP Limited